Artificial vs. Authentic: Aflac’s Intentional Approach to Humanizing AI
A couple of years ago, I was speaking at a conference in Dubai on the topic of failure, fumbles, and fiascos in customer experience. One of […] The post Artificial vs. Authentic: Aflac’s Intentional...
View ArticleClosing the CX chasm – Interview with Jamie Anderson of UserTesting
Today’s episode of the Punk CX podcast features Jamie Anderson, Chief Revenue Officer of UserTesting. Jamie joins me today to talk music, the mismatch between what […] The post Closing the CX chasm –...
View ArticleNow there is no excuse for not closing the loop on customer feedback
It’s pretty safe to say that most businesses ask their customers for feedback these days. Most would agree that is a good thing. But, there are […] The post Now there is no excuse for not closing the...
View ArticleThe frontline is where you connect EX and CX together in a very natural way –...
Today’s interview is with Joe Tyrrell, CEO of Medallia. Joe joins me today to talk about why brands must consider EX in their journey to CX […] The post The frontline is where you connect EX and CX...
View ArticleObituary: The Survey (1920s – 2023)
This obituary was written by Nate Sanders, the co-founder and CEO of Artifact, the customer experience forecasting company. The Survey, a long beloved method of gathering […] The post Obituary: The...
View ArticleBuilding a robust digital customer experience strategy in 3 steps
As we emerge from the pandemic into a geopolitical crisis that is fueling inflation and shortages worldwide, the economic and competitive environment will become increasingly challenging […] The post...
View ArticleHow to improve customer experience using employee feedback
This is a guest post from Sreeram Sreenivasan, Founder & CEO of Ubiq BI. Typically, businesses conduct customer surveys & interviews and apply the feedback to provide a […] The post How to...
View ArticleFocus on the right things to drive your own customer experience revolution –...
Today’s interview is with Susan Ganeshan, Chief Marketing Officer of Clarabridge, a leading customer experience Saas platform that transforms survey, social, voice and all other forms […] The post...
View ArticleFostering a listening culture is the best way to deliver better customer and...
Today’s interview is with Rob Pace, the founder and CEO of HundredX, a technology platform/app that works with major brands such as professional sports teams, Mary […] The post Fostering a listening...
View ArticleIs it time to stop talking about employee engagement?
Today’s podcast interview is a little different as it is an interview that I did earlier this year with the folks over at Engage For Success. […] The post Is it time to stop talking about employee...
View ArticleDo you know what your customers truly want?
This is a guest post by Lexie Lu, a designer and regular blogger at Design Roast. As many as one-third of adults in the United States […] The post Do you know what your customers truly want? first...
View ArticleHaving a great product without great support doesn’t mean anything –...
Today’s interview is with Sarah Metcalfe, Head of Customer Service at SureFlap, an award winning smart pet products manufacturer based in the UK. Sarah joins me […] The post Having a great product...
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Future-proofing leaders & CX: Soft skills in an AI world
In a previous article, I cited a couple of studies from IBM and Accenture that reported that organizations’ efforts to scale and deliver a return from their AI investments were being […] The post...
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Five blind spots that get in the way of customer understanding and growth –...
Today’s interview is with Toni Keskinen, who is the Co-Founder, Chief Product Officer & Chairman at 180ops, a revenue intelligence platform built on account-based customer data […] The post Five...
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Is the Law of the Instrument hindering enterprise AI investments?
Two recent studies found that many enterprises are currently experiencing mixed results with their AI initiatives and investments. For example, Accenture examined over 2,000 generative AI projects and...
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SRM and why it matters to growth and customer experience – Interview with...
Today’s interview is with Ryan Hamilton, an Associate Professor of Marketing at Emory University’s Goizueta Business School, an author and the co-host of The Intuitive Customer […] The post SRM and...
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Accelerating legacy transformation with Pega’s Blueprint solution
Late last year, while attending an Applied Strategic Foresight course at the Copenhagen Institute for Future Studies (CIFS), I learned about a model called the Futures Triangle. […] The post...
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Employee understanding and cracking the code of a better employee experience...
Today’s interview is with Annette Franz, an author, speaker and founder and CEO of CX Journey Inc. She is also an old friend of the podcast […] The post Employee understanding and cracking the code of...
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From one-shot answers to continuous outcomes: Why CX leaders need...
This is a guest post by Indresh Satyanarayana, VP Product & Technology Labs, Aquant The paradox of GenAI in service Generative AI has swept through […] The post From one-shot answers to...
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Without context, an insight is worth nothing – Interview with Jochem van der...
Today’s interview is with Jochem van der Veer, the Co-Founder and CEO of TheyDo, a leading platform for journey management that helps organisations build seamless customer […] The post Without...
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